Agent Console
Clock in, see the live roster and queue, and take calls as a human agent.
The Agent Console is where human team members work the phones alongside the AI.
Clocking in and out
Clock in from the console to tell HUM you're available. While clocked in you appear on the live roster, can receive transferred calls, and your time is tracked for staff analytics. Set yourself to break or wrap-up when you need to pause new calls, and clock out when you're done.
The live roster and queue
The console shows every clocked-in teammate with their status (online, on break, wrapping up), which agents/queues they cover, and whether they're currently on a call. The queue indicator shows callers currently waiting for the next available person.
Taking calls
When an AI agent transfers a caller to your team, available agents ring in the console/softphone. Accept to bridge the caller — the softphone opens with live transcription and caller context so you're never starting cold.
Dialing out
Agents can place outbound calls directly from the console. Those calls are attributed to you and show up in Calls like any other, with recording and transcript.
Coverage
Which calls can reach you is controlled by your agent assignments (managed by admins under Staff). If you cover multiple AI agents, transfers from any of them can ring you.